Picture the scene: you're wheeling a full trolley toward the checkout after your weekly shop, eyeing the lengthy queues at the staffed registers, when you spot something new—a self-service checkout that actually looks like it can handle your mountain of groceries without a Tetris-worthy packing challenge.
This is exactly what's happening at Coles stores across Australia, where conveyor belt-style self-service checkouts are earning praise from shoppers who've found them 'so much easier' for big weekly shops. But like most changes in our supermarkets these days, it's got people talking—and not everyone's saying the same thing.
What makes these checkouts different
The new self-service checkouts include a conveyor belt system, making them accessible for trolleys as well as baskets. Unlike the cramped traditional self-service bays where you're juggling items on a postage stamp-sized platform, the basket shelf has been lowered so that smaller trolleys can fit over the top.
One delighted shopper summed up the appeal perfectly: 'No scale at the end, so you can just put everything in the trolley barcode up. Scan, scan, scan, pay and leave—done.'
'These are great. Scan and pack quicker than some that go through checkouts'
Just like existing self-serve outlets, these new machines can weigh fruit and vegetables, scan Flybuys and include shopping bag holders. Coles has also introduced fresh produce recognition technology, which makes it faster for customers when purchasing fruit and vegetables.
The numbers tell a story
What might surprise you is just how popular self-service checkouts have become. Coles reports that more than two-thirds of their customers now use self-checkouts, while Woolworths says 83 per cent of customers with 20 items or fewer choose them.
According to a Coles spokeswoman, self-service checkouts have become the preferred choice for more than 75 per cent of customers, 'and that number continues to grow'.
This isn't actually a new concept—Coles has been trialling conveyor belt self-checkouts since 2015 in Melbourne locations. What's changed is the widespread rollout and customer acceptance.
Why the mixed reactions matter
While many shoppers are embracing the convenience, there's a significant undercurrent of concern that resonates particularly with older Australians who've watched the employment landscape shift dramatically over recent decades.
'I don't want people losing jobs,' one commenter wrote, expressing a sentiment echoed by many. 'If these self-serve checkouts become the norm, I will order delivery. At least that way someone will choose and pack the order and then there will be a delivery driver for the order which means jobs!'
Key checkout changes for seniors
- More than 75 per cent of Coles customers now prefer self-service options
- Conveyor belt systems make big weekly shops much more manageable
- Traditional staffed checkouts aren't disappearing entirely
- The technology has been in development since 2015
- Job concerns are shared by many customers across age groups
Another shopper raised a point many of us have pondered: 'If we're expected to serve ourselves and bag up our own groceries, I'd expect a big discount as I don't work for Coles'.
The economics driving change
The reality behind these changes isn't just about customer preference—it's about economics. According to UNSW consumer behaviour expert Professor Nitika Garg, 'In Australia we have some of the highest baseline wage rates in the developed world so it's expensive for retailers to employ checkout assistants'.
The COVID pandemic accelerated acceptance of self-service technology as people wanted less contact with strangers, and there's been much greater acceptance across different customer segments since then.
Professor Garg predicts this trend will only accelerate: 'In future we'll see far fewer humans in retail in general'.
Security measures come along for the ride
What many shoppers may not realise is that these new checkout systems come with significantly enhanced security features. Coles has implemented 'smart gate technology that automatically opens as customers make payment for their products', complete with black gates that automatically shut and sound an alarm if AI suspects shoplifting.
'The surveillance has gone up and it's got to the point you can't make a mistake now. The systems are developing really fast', notes Professor Garg.
Source: 7NEWS Australia / Youtube.
What Woolworths is doing differently
While Coles has been leading the conveyor belt charge, Woolworths confirmed they do have conveyor belt-style self-serve checkouts, but only in a small number of stores for now.
Instead, Woolworths is betting on a different technology: Scan&Go trolleys. These new shopping carts scan items as you shop, speeding up your shopping time and reducing the possibility for error. The technology effectively shifts the checkout process to the moment you pull items off the shelf, with the trolley keeping a running tally of everything you've selected.
Navigating the new checkout landscape
Traditional staffed checkouts remain available at both major chains, though space allocation is decreasing
If you prefer human service, arrive during off-peak hours when queues are shorter
Consider online shopping with home delivery as an alternative that still provides employment
What this means for your shopping routine
For many older Australians, these changes represent both opportunity and challenge. The conveyor belt systems genuinely do solve the space crunch problem that made self-service checkouts impractical for bigger shops. 'The conveyor belt will make it so much easier than trying to get everything onto such a tiny shelf!' as one shopper noted.
However, it's worth knowing that '98 per cent of the time I go through self-service checkout I need help with an item not scanning properly', according to another customer experience. Staff assistance remains available, though response times can vary during busy periods.
Did you know?
Did you know?
The shift to self-service isn't unique to Australia—but our high minimum wage rates make the economic case for automation particularly strong here compared to countries like the United States, where labour costs are lower and the threshold for replacing human workers is higher.
For those concerned about the social aspect of shopping, remember that while checkout interactions may decrease, many stores are reallocating staff to floor roles where they can provide more personalised assistance with product selection and queries.
What This Means For You
The checkout landscape is undoubtedly changing, but understanding these changes—and the reasons behind them—can help you navigate your shopping trips more effectively, whether you embrace the new technology or stick with traditional service options.
What's your experience been with these new checkout systems? Have you found them genuinely more convenient for your weekly shop, or do you prefer the human touch at traditional checkouts? Share your thoughts and any tips for fellow shoppers navigating these changes.
Primary Source
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Popular Coles feature solves most annoying self checkout issue: 'So much easier'
Cited text: Coles shoppers are praising the supermarket's conveyor belt self-service checkout.
Excerpt: conveyor belt-style self-service checkouts are earning praise from shoppers who've found them 'so much easier' for big weekly shops
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Popular Coles feature solves most annoying self checkout issue: 'So much easier'
Cited text: Posting online, the mum shared a photo of the conveyor belt—style checkout in Queensland, sparking thousands of reactions.
Excerpt: conveyor belt-style self-service checkouts are earning praise from shoppers who've found them 'so much easier' for big weekly shops
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: The all-new self-service checkouts have been rolled out in many of the supermarket’s flagship stores, with the big difference being that it includes a...
Excerpt: The new self-service checkouts include a conveyor belt system, making them accessible for trolleys as well as baskets
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: The basket shelf of the check-out machine has been lowered so that smaller trolleys can fit over the top.
Excerpt: the basket shelf has been lowered so that smaller trolleys can fit over the top
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: Just like the existing self-serve outlets, these new ones can also weigh fruit and veggies, scan Flybuys and include shopping bag holders.
Excerpt: Just like existing self-serve outlets, these new machines can weigh fruit and vegetables, scan Flybuys and include shopping bag holders
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Popular Coles feature solves most annoying self checkout issue: 'So much easier'
Cited text: For example, we’ve included belted self-checkouts and we’ve also introduced fresh produce recognition, which makes it faster for customers when purcha...
Excerpt: Coles has also introduced fresh produce recognition technology, which makes it faster for customers when purchasing fruit and vegetables
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: Coles quotes more than two thirds of their customers use self-checkouts now and Woolies said 83 per cent of customers with 20 items or fewer use them....
Excerpt: Coles reports that more than two-thirds of their customers now use self-checkouts, while Woolworths says 83 per cent of customers with 20 items or fewer choose them
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Popular Coles feature solves most annoying self checkout issue: 'So much easier'
Cited text: 'We have improved the overall self-service process in the last 12 months, so we’re thrilled to hear that customers are responding well.
Excerpt: According to a Coles spokeswoman, self-service checkouts have become the preferred choice for more than 75 per cent of customers, 'and that number continues to grow'
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Shoppers are stunned by this new self-service checkout feature at Coles | Express Digest
Cited text: As far back as 2015, Coles trialled the approach in two Melbourne supermarkets.
Excerpt: Coles has been trialling conveyor belt self-checkouts since 2015 in Melbourne locations
https://expressdigest.com/shoppers-are-stunned-by-this-new-self-service-checkout-feature-at-coles/
Coles trials unmanned conveyor belt checkouts for big ...
Cited text: Coles is trialling self-service checkouts with large rolling conveyor belts in two Melbourne locations in an effort to encourage customers to complete...
Excerpt: Coles has been trialling conveyor belt self-checkouts since 2015 in Melbourne locations
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: I do not like the idea of people losing jobs either. If these self serve checkouts become the norm, I will order delivery. At least that way someone w...
Excerpt: 'If these self-serve checkouts become the norm, I will order delivery. At least that way someone will choose and pack the order and then there will be a delivery driver for the order which means jobs!'
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: If we’re expected to serve ourselves and bag up our own groceries, I’d expect a big discount as I don’t work for Coles.
Excerpt: 'If we're expected to serve ourselves and bag up our own groceries, I'd expect a big discount as I don't work for Coles'
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: “In Australia we have some of the highest baseline wage rates in the developed world so it’s expensive for retailers [to employ checkout assistants]” ...
Excerpt: According to UNSW consumer behaviour expert Professor Nitika Garg, 'In Australia we have some of the highest baseline wage rates in the developed world so it's expensive for retailers to employ checkout assistants'
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: As everyone masked up and wanted less contact with strangers, self service suddenly seemed more palatable to everyone during Covid and Garg said it’s ...
Excerpt: The COVID pandemic accelerated acceptance of self-service technology as people wanted less contact with strangers, and there's been much greater acceptance across different customer segments since then
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: In fact Nitika Garg, consumer behaviour expert and professor of marketing from UNSW, warned that in future we’ll see far fewer humans in retail in gen...
Excerpt: 'In future we'll see far fewer humans in retail in general'
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Coles introduces new Smart Gates at self-checkouts—TOTT News
Cited text: According to Coles: “Coles has a range of security measures in place to reduce theft from our stores including CCTV, electronic article surveillance (...
Excerpt: Coles has implemented 'smart gate technology that automatically opens as customers make payment for their products'
https://tottnews.com/2023/11/27/coles-smart-gate-security/
Coles introduces new Smart Gates at self-checkouts—TOTT News
Cited text: In the latest surveillance push for the supermarket chain, customers have been greeted with new black gates that automatically shut and sound an alarm...
Excerpt: black gates that automatically shut and sound an alarm if AI suspects shoplifting
https://tottnews.com/2023/11/27/coles-smart-gate-security/
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: The surveillance has gone up and it’s got to the point you can’t make a mistake now. The systems are developing really fast.” · Coles has rolled out s...
Excerpt: 'The surveillance has gone up and it's got to the point you can't make a mistake now.
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Popular Coles feature solves most annoying self checkout issue: 'So much easier'
Cited text: Yahoo News asked Woolworths whether it had any plans to roll out conveyor belt-style self-serve checkouts.
Coles makes bold change in response to wid...
Excerpt: Woolworths confirmed they do have conveyor belt-style self-serve checkouts, but only in a small number of stores for now
https://au.news.yahoo.com/popular-c...-checkout-issue-so-much-easier-023956057.html
Coles and Woolworths checkout move that there's no coming back from: 'Will only accelerate'
Cited text: The major supermarkets have unveiled new shopping carts which scan items on the go, speeding up the time of your shop and reducing the possibility for...
Excerpt: These new shopping carts scan items as you shop, speeding up your shopping time and reducing the possibility for error
https://au.finance.yahoo.com/news/c...back-from-will-only-accelerate-200024253.html
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: The conveyor belt will make it so much easier than trying to get everything onto such a tiny shelf!
Excerpt: 'The conveyor belt will make it so much easier than trying to get everything onto such a tiny shelf!'
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
Coles New Self-Service Checkouts Have A Whole Lot Of Haters (And Some Lovers Too) - Mouths of Mums
Cited text: And, 98 per cent of the time I go through self service checkout I need help with an item not scanning properly etc.
Excerpt: '98 per cent of the time I go through self-service checkout I need help with an item not scanning properly'
https://mouthsofmums.com.au/coles-n...ve-a-whole-lot-of-haters-and-some-lovers-too/
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